Unauthorised cash send from Capitec Bank

I am not satisfied with Capitec Bank, I lost my phone a couple of days ago. In it, I had the banking app installed. Its an iphone and I had a pin and finger print lock. The ******* managed to unlock it and do a cash send of 5k from my app. To do this you need the pin that no one had but they managed to complete the transaction regardless. Capitec ensured me that the banking app is safe and no one is able to access funds without my PIN, but this DID happen. I didn't have a phone so I obviously didn't get a notification when this happend. I called in as soon as I tried to access my funds and the balance was about 500, they told me that they will investigate and they will come back to me, they told me to urgently open up a ***** case with the police so they can continue, I did this the same day they asked me to, when I called in to follow up using the reference number received, the second agent told me that all she could do was update the call log with it. The lack of urgency that they are treating this with is really annoying because I need to know what happened to my money, I now dont have money to travel to work. I pay banking fees and I need assurance that my money is safe with them, phones are lost all the time but they need to guarantee me that as a bank, if no one knows my PIN then my money is safe and should anything happen, as a paying customer, they need to treat it with a level of urgency that will satisfy me. I need your urgent response please. Please reach me on ***